Job summary
The ICT Directorate is responsible for all IT infrastructure and related services at GOSH including IT hardware & software and many clinical and non-clinical IT systems and applications, for example the Imaging suite and Microsoft 365 which encompasses email, Office, SharePoint and Teams. ICT also manages the Trust's Integration Engine which is a critical tool managing all flows of data between systems, most importantly EPIC.
There are 4 main areas of ICT: Service (Service Desk, PCs, RPA), Technology & Cyber Security (security tools and services and networks, data centres & core IT systems), Data & Systems (databases, storage, interoperability) and Development (solutions architecture, business partnering, program & project management).
The ICT Service Desk is integral to the smooth running of IT services and acts as the single point of contact for all ICT related interactions for the Trust.
You will have extensive experience as an ICT Service Desk Analyst in the following areas:
- General customer service, including strong rapport building and communication skills
- Attention to detail
- Asking probing questions to aid troubleshooting with users that have varying degrees of IT competency
- Use of ITSM tools
- Creating, updating and generally maintaining documentation and the knowledge base
- ITIL knowledge - Overview / Foundation
- Using remote tools to assist with first time / line fixes
Main duties of the job
Some of the role's main duties, responsibilities and expectations include, but are not limited to:
-
To provide technical support as part of the Second Line Technical Support Team. Supporting a range of ICT & Trust endpoints and services including desktop PCs, laptops, tablets, telephony devices and services, smartphones and associated peripherals in the Trust's IT service portfolio.
-
To ensure that users are fully supported in their day-to-day use of ICT and Telecoms and to perform installations of IT and telephony equipment.
-
To support a wide range of endpoint operating systems, applications and productivity software.
- The post holder must be able to troubleshoot ICT incidents quickly and efficiently. They must be able to install supported Trust hardware or software and do necessary testing on devices.
- To support the provisioning of new equipment and users including account creation and password resets.
About us
GOSH is committed to recruiting the best person for the job, based solely on their ability and individual merit as measured against the criteria for the role; through a process that is fair, open, consistent and free from bias and discrimination.
We are committed to being a diverse and inclusive employer and foster a culture where all staff are valued, respected and acknowledged. All applicants will receive consideration for employment without regard to race, colour, national origin, religion, sexual orientation, gender, gender identity, age, disability status or length of time spent unemployed.
We particularly welcome applications from BAME communities, people with disabilities and/or long-term health conditions and LGBT+ community members.
We have policies and procedures in place to ensure that all applicants and employees are treated fairly and consistently. We are proud to be accredited as a Disability Confident Employer, a member of Business Disability Forum and a Stonewall Diversity Champion.
We have active and Executive supported BAME, LGBT+ and Allies, Disability and Long-Term Health Conditions and Women's staff networks. Staff networks are employee-led groups formed around interests, issues and a common bond or background. Staff network members create a positive and inclusive work environment at Great Ormond Street Hospital by actively contributing to the Trust's mission, values and efforts specific to inclusion. All of our staff networks are open to any employee.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents please view the attachment/s below.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents please view the attachment/s below.
Person Specification
Our Always Values
Essential
- GOSH Values
- Experience of working as part of a diverse team
Knowledge & Experience
Essential
- Substantial proven experience in the delivery of endpoint support in a technical department or ICT function
- Experience working within an IT environment that operates under the ITIL Service Management framework.
- Previous experience installing of endpoint devices and setting up of End User Accounts, resetting passwords etc. (e.g. voicemail)
Desirable
- High level of understand in one or more endpoint technologies (e.g. devices, Networks, VOIP, Analogue phones, handsets, ISDN)
- Detailed knowledge of endpoint device products, technologies and services employed within the Trust
- Experience of Endpoint Devices and cable routing
Skills and abilities
Essential
- Hands on service and support of Endpoint Devices (e.g. PC's, Laptops, Telephones, Tablets, etc.)
- Excellent inter-personal skills, and be able to handle contacts of all types and at all levels. Excellent communication skills
- Able to demonstrate an awareness of organisational issues related to the Trust's use of endpoint devices and services
- Ability and understanding of basic admin functionality for the setting up of endpoint devices
Desirable
- Experience creating technical documentation
- Understanding of ISDN, VoIP and other telecommunications networks and equipment
- Ability to influence and persuade others to take a specific course of action when there is no direct line of command or control
Education, training and qualifications
Essential
- Educated to Degree Level, or equivalent Professional experience (1+ years) working within an ICT environment
Desirable
- ITIL Foundation Qualification or equivalent understanding of ITIL Principles
- Additional Microsoft, Cisco or other IT Technical Qualifications
Person Specification
Our Always Values
Essential
- GOSH Values
- Experience of working as part of a diverse team
Knowledge & Experience
Essential
- Substantial proven experience in the delivery of endpoint support in a technical department or ICT function
- Experience working within an IT environment that operates under the ITIL Service Management framework.
- Previous experience installing of endpoint devices and setting up of End User Accounts, resetting passwords etc. (e.g. voicemail)
Desirable
- High level of understand in one or more endpoint technologies (e.g. devices, Networks, VOIP, Analogue phones, handsets, ISDN)
- Detailed knowledge of endpoint device products, technologies and services employed within the Trust
- Experience of Endpoint Devices and cable routing
Skills and abilities
Essential
- Hands on service and support of Endpoint Devices (e.g. PC's, Laptops, Telephones, Tablets, etc.)
- Excellent inter-personal skills, and be able to handle contacts of all types and at all levels. Excellent communication skills
- Able to demonstrate an awareness of organisational issues related to the Trust's use of endpoint devices and services
- Ability and understanding of basic admin functionality for the setting up of endpoint devices
Desirable
- Experience creating technical documentation
- Understanding of ISDN, VoIP and other telecommunications networks and equipment
- Ability to influence and persuade others to take a specific course of action when there is no direct line of command or control
Education, training and qualifications
Essential
- Educated to Degree Level, or equivalent Professional experience (1+ years) working within an ICT environment
Desirable
- ITIL Foundation Qualification or equivalent understanding of ITIL Principles
- Additional Microsoft, Cisco or other IT Technical Qualifications
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
Great Ormond Street Hospital for Children NHS Foundation Trust
Address
Great Ormond Street Hospital
Great Ormond Street
London
WC1N 3BH
Employer's website
https://www.gosh.nhs.uk/ (Opens in a new tab)
